Comment on Klarna Hiring Back Human Help After Going All-In on AI
thebestaquaman@lemmy.world 4 days ago
With all the AI rollout in customer support, I’ve essentially built up a habit of almost immediately trying to get in touch with a human if the bot doesn’t give me what I’m looking for right away. My experience is that in most cases, the bot will try to walk me in circles, recommending that I try stuff I’ve already tried (that’s why I’m contacting support). In all those cases, the bot isn’t saving the company any time, it’s just wasting my time and making me irritated.
In some cases it does save them support capacity, if only because I eventually give up on getting any support and just quit the service.
EmptySlime@lemmy.blahaj.zone 4 days ago
Well yeah the AI support is just the next iteration of confusing telephone trees and long wait times. The direct hope is that they make it just convoluted enough that a chunk of people that they before would have to “waste money” serving and fixing whatever problem they had will instead just give up without opening them up to liability for denying service. Only now they can do it while hiring even fewer actual people to handle the cases that get through.